The digital heart of
doing business

customer success clinic

24.05.2018

  

CUSTOMER SUCCESS CLINIC 2018

Op donderdag 24 mei organiseert CraniumConnect de Customer Success Clinic 2018 bij SPANT! in Bussum. Customer Success Clinic is hét evenement van het jaar voor eindgebruikers en partners over de invulling van klantgericht ondernemen in de digitale wereld.

In diverse sessies krijg je onder meer inzicht in verschillende cases en best practices, de laatste trends en hoe je een optimale Customer Experience kunt realiseren binnen je organisatie. De volgende onderwerpen komen o.a. aan bod: Customer Experience & CRM, BI, Insights & Analytics, IoT & Data-driven marketing en Microsoft Dynamics 365.

Customer Success Clinic is dit jaar het event voor klanten en partners waar naast strategische thema’s ook het Microsoft business software portfolio onder de aandacht wordt gebracht. Met andere woorden; je kunt ook een kijkje in de keuken nemen over hoe deze software je kan helpen om de relatie met je klanten te verbeteren, versterken en bestendigen. Customer Success Clinic is daarom uitermate geschikt voor zowel business- als IT-executives. Je mag het niet missen!

PROGRAMMA

09:00
10:00
11:00
12:00
13:00
14:00
15:00
16:00
17:00
18:00
The Square
The Square
Registration & Coffee

Register and enjoy a cup of coffee

CSC Lunch

Enjoy a high end lunch and digest the keynote's information

CSC Drinks

Enjoy a drink and network with your peers

Stage 2
Stage 2
Keynote - The Digital Heart of doing Business
10:00 - 12:00

10:00 - 10:10 Jay Ramsanjhal | CraniumConnect
10:10 - 10:30 Ron Meijer | Kiwa
10:30 - 10:45 Frank Scholte | Prominent
10:45 - 11:10 Niels Roos | Microsoft
11:10 - 11:30 Emile Das | Nuon
11:30 - 11:50 Adrienne Wempe | Kennr
11:50 - 12:00 Afsluiting door Jay Ramsanjhal | CraniumConnect

Stage 5
Stage 5
Digital Engagement Journey | CraniumConnect
13:00 - 14:30

If there would be an all-inclusive framework for digital engagement, what would it look like? Why do you need to weigh in all factors from all business sides to make a full transition? Is there a list of ingredients that can be applied to the digital journey of all businesses, no matter from which industry?

Paul is Executive Community Advisor with CraniumConnect. As former CIO and through his work on the Digital Engagement Model he brings IT partners, suppliers and executive peers together through one common language and a model which encompasses all aspect of the digital transition of a company.
In this session Paul will look at a tested approach for digital engagement where digital transformation meets customer engagement: a true balancing act where culture eats strategy for breakfast and where it all starts with following your dream as a company and bring everyone and every process on board to reach digital maturity.

Take part in this Masterclass and learn from and share with others how to follow your dream, search your soul, listen to your heart and use your muscles to become a digital front runner.

Session Takeaways:
- Insight in the balancing act of transforming your business to digital maturity.
- A practical framework and maturity survey that can be applied to the journey of your own business.
- Tips and best practices from a former CIO and your peers.

Employees are the key to your customer success | Kennr
15:00 - 16:30

Kennr is a spin-off company of the Alliade Healthcare Foundation. This startup within a large organization is now rapidly expanding to scaleup, offering broad knowledge solutions for many sectors. Kennr enables employees to take ownership of their professional skills. A self-reliant, satisfied and inquisitive employee ensures satisfied customers in a culture of renewal and growth.

Adrienne Wempe (Director Kennr) explains how this is made possible. First of all she will talk you through Kennr’s vision of the field of learning and what is expected of the (future) employee of the 21st century, but also what Kennr employees can expect. Adrienne will then go into the realization of the vision, the practical layout, the challenges and which digital tools Kennr is making available to make the vision possible.

Stage 6
Stage 6
How to digitally structure your business to improve the customer journey | Rijksmuseum
15:00 - 16:30

Digital and technology offers an immense opportunity to further customise the customer journey and overall experience. This session will outline the numerous opportunities to improve quality of service, create bespoke experiences and create better customer relationships.

Takeaways:
• Using digital platforms to provide services that are accurate, fast and effectively
• Embracing digital services to personalize service
• How to improve communication with customers through the use of digital

Stage 8
Stage 8
Deep dive: Dream big, act big. But don't think it's going to be easy | Kiwa
13:00 - 14:30
Ron Meijer
Kiwa

Kiwa has become one of the major players in the international testing, inspection and certification market, both by organic growth as by acquisitions. Our ambition is to keep developing and growing. Therefore we need to harmonize, streamline and innovate our business processes worldwide. Our global change program Flow! is set up to achieve this, by implementing the full suite of Microsoft Dynamics 365.

What’s the effect on our employees, customers? What are success factors and what did we learn by trial and error? During this breakout session we’ll discuss our approach, experiences and the challenges we face.

Digital Engagement Journey | CraniumConnect
15:00 - 16:30

If there would be an all-inclusive framework for digital engagement, what would it look like? Why do you need to weigh in all factors from all business sides to make a full transition? Is there a list of ingredients that can be applied to the digital journey of all businesses, no matter from which industry?

In this session Paul will look at a tested approach for digital engagement where digital transformation meets customer engagement: a true balancing act where culture eats strategy for breakfast and where it all starts with following your dream as a company and bring everyone and every process on board to reach digital maturity.

Take part in this Executive Programme and learn from and share with others how to follow your dream, search your soul, listen to your heart and use your muscles to become a digital front runner.

Session Takeaways:
- Insight in the balancing act of transforming your business to digital maturity.
- A practical framework and maturity survey that can be applied to the journey of your own business.
- Tips and best practices from your peers.

Stage 9
Stage 9
Discover what Dynamics 365 and Artificial Customer Intelligence means for your business | Microsoft
15:00 - 16:30

More and more we want to know how we can integrate different applications to have an unambiguous (single point of truth) customer profile. Many business applications send updates through various channels, such as a status update of purchased products and / or services. But how do we ensure that the right context is communicated to the customer via the right channel, so that it is still interesting and relevant for the customer?

Discover in this Masterclass how Dynamics 365 and Artificial Customer Intelligence can help with engaging more with your customers.

Stage 10
Stage 10
Dynamics365 Business Central – How Microsoft’s newest Dynamics product can transform your business!
13:00 - 14:30

In this session an introduction will be given on the new Dynamic365 product; Business Central. This breakout will kick off with a short deep-dive into the product and highlight the main differences between Dynamics NAV and Dynamics365 Business central. Next, Business Central’s capabilities will be explored showing the impact on business processes. These capabilities are then brought into perspective with concerns that customers frequently come across.

All in all, during this session you will find out what added value Business Central can bring to your business and how you can take the next step in digital transformation.

Dynamics365 for Marketing | Microsoft
15:00 - 16:30

49% of sales reps ignore more than half of marketing’s leads. Is your sales team happy with the quality of leads coming from marketing? Lead nurturing generates 50% more sales-ready leads. How do you nurture leads today?

Microsoft Dynamics 365 for Marketing is a marketing automation solution that can help turn prospects into business relationships. Unlike other marketing automation solutions, Dynamics 365 for Marketing is easy-to-use, works seamlessly with Dynamics 365 for Sales and Office 365, and has embedded intelligence. This helps businesses nurture more sales-ready leads, align sales and marketing, make smarter decisions and grow with adaptable platform.

Microsoft Dynamics 365 for Marketing empowers business owners, VPs of Marketing, Marketing Directors and Marketing managers in large enterprises to run local marketing campaigns.

In this beginner’s session on Microsoft Dynamics 365 for Marketing, Isabelle Smeekes will provide an overview of what the our system is and how it can transform your marketing campaigns.

MANUFACTURING

RETAIL

FINANCIAL SERVICES

WHOLESALE & LOGISTICS

AEC & INFRASTRUCTURE

PROFESSIONAL SERVICE

Roles

Global | EMEA | Benelux
Local | CEO | CMO
CIO | CTO | CFO
COO | Innovation Officer

CONTENT FOCUS

Strategic & Roadmap
Fact based & Analytics
Customer cases | Best practices
Industry trends

IMPRESSIE 2017

KEYNOTE SPREKERS

Frank Scholte | Prominent

Frank Scholte
Prominent

Ron Meijer | Kiwa

Ron Meijer
Kiwa

Jay Ramsanjhal | CraniumConnect

Jay Ramsanjhal
CraniumConnect

Adrienne Wempe-de Jong | Kennr

Adrienne Wempe-de Jong
Kennr

Emile Das | Nuon Vattenval

Emile Das
Nuon Vattenval

Niels Roos | Microsoft

Niels Roos
Microsoft

SPREKERS

Rob Hendriks | Rijksmuseum

Rob Hendriks
Rijksmuseum

Jan Brouwer | Microsoft

Jan Brouwer
Microsoft

Paul Ossewold | CraniumConnect

Paul Ossewold
CraniumConnect

Leo Rietbergen | CraniumConnect

Leo Rietbergen
CraniumConnect

Isabelle Smeekes | Microsoft

Isabelle Smeekes
Microsoft

BEVESTIGDE BEZOEKERS

SPANT!
Dr. A. Kuyperlaan 3
1402 SB Bussum
Nederland